Difference between revisions of "Case Management"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) |
Philip Lacey (talk | contribs) |
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==='''Profile a case'''=== | ==='''Profile a case'''=== | ||
*Select a case from the list displayed. | *Select a case from the list displayed. | ||
| − | + | <br/> | |
=='''Queue Management'''== | =='''Queue Management'''== | ||
In the section '''Queue Management''', the following functionality occurs: | In the section '''Queue Management''', the following functionality occurs: | ||
| − | *Set the current working outcome | + | *Set the '''current working outcome''' |
| − | *Set the current working outcome by period. | + | *Set the '''current working outcome by period'''. |
| − | *Create custom contact group. | + | *'''Create''' custom contact group. |
| − | *Reset contact history. | + | *'''Reset''' contact history. |
| − | *View contact queue. | + | *'''View''' contact queue. |
| − | *Add to contact queue. | + | *'''Add to''' contact queue. |
| − | *Clear contact queue. | + | *'''Clear''' contact queue. |
==='''Set the current working outcome'''=== | ==='''Set the current working outcome'''=== | ||
| Line 39: | Line 39: | ||
==='''Set the Current working outcome by period'''=== | ==='''Set the Current working outcome by period'''=== | ||
| + | *Choose the time period in which you would like to manage records. | ||
| + | *Choose the campaign. | ||
| + | * | ||
Revision as of 08:53, 27 March 2012
Contents
1 My Cases
In the section My Cases, the following functionality occurs:
- Create a case
- Process a case
- Look up a case
- Profile a case
1.1 Create a Case
- Select a case from the list displayed.
- Take an Inbound contact on this campaign
- Save details of the record with the correct Outcome.
1.2 Process a case
- Select a case from the list displayed.
1.3 Look up a case
- Select a case from the list displayed.
1.4 Profile a case
- Select a case from the list displayed.
2 Queue Management
In the section Queue Management, the following functionality occurs:
- Set the current working outcome
- Set the current working outcome by period.
- Create custom contact group.
- Reset contact history.
- View contact queue.
- Add to contact queue.
- Clear contact queue.
2.1 Set the current working outcome
- Here you can choose the current set of records to be managed.
- Choose the campaign
- A list of Active Outcomes will be displayed on the screen and a list of Finished Outcomes will be displayed on the screen.
- In the Active Outcome section, hover the mouse over the number under first attempt.
- You will see that it is a clickable link.
- When you click on this number it will hand the next record in the system to the agent to complete.
2.2 Set the Current working outcome by period
- Choose the time period in which you would like to manage records.
- Choose the campaign.
